Hi Experts,
I'm facing a persistent issue where the Multiple Update form (incident_update.do) appears blank for users with the itil role when using a custom view ("Incident Cloud"), while it works perfectly fine for System Administrators.
The Issue:
When a non-admin user selects multiple records and clicks "Update Selected", the page loads the form headers and tabs (Notes, Related Records, etc.), but the body of the form is completely empty. No fields are visible.
What I have tried so far:
Roles: Assigned the list_updater role to the users.
System Properties: Configured glide.ui.update_selected_role and glide.ui.update_all_role to include the itil role.
ACLs:
Created list_edit ACL on incident (None).
Created list_edit ACL on incident.* (All fields) for the itil role.
Verified write ACLs; users can edit these fields individually on the standard form.
View Rules: I have a View Rule that forces the "Incident Cloud" view based on user division. I have tried to bypass this in the script by detecting the URI (incident_update.do or sysverb_multiple_update), but the form still appears blank.
Form Layout: Verified that the Form Layout for the "Incident Cloud" view (and Default view) has fields added. Admins can see these fields in the same Multiple Update session.
Data Policies: Checked for any Data Policies that might set fields to Read-Only, but found none that would specifically target non-admins in this way.
Observations:
The URL shows sysparm_view=incident_cloud.
Even if I try to force sysparm_view=default via a custom UI Action, it still results in a blank form for non-admins.
Admin users can see all fields in the same view.
Is there any specific attribute, hidden system property, or specific ACL behavior for incident_update.do that I might be missing? Any help would be greatly appreciated.
